Lead Technical Account Manager - ediscovery

Relativity; Omaha (NE); Hybrid; USD 117,000 - 175,000; Full time

Job summary

An innovative firm seeks a Lead Technical Account Manager to enhance customer success with their cutting-edge products. This role involves strategic planning, technical oversight, and cross-functional collaboration to ensure clients achieve their goals. The ideal candidate will leverage extensive experience in technical account management and possess a deep understanding of the Relativity platform. If you thrive in a dynamic environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• 10+ years of technical experience with Relativity products.
• Proven experience with SQL and troubleshooting complex issues.

Responsibilities

• Develop account plans and strategies for customer success.
• Lead technical success plans and guide resolution of critical incidents.

Skills

Relativity products experience

SQL

Windows platform

Technical troubleshooting

Communication skills

Project management

Attention to detail

SaaS/IaaS knowledge

E-discovery knowledge

ITIL Certification

Relativity Expert/Master certification

Job description

Posting Type

Remote, Hybrid

Job Overview

The Technical Account Management Team proactively supports our customers in meeting their goals and overcoming any technical challenges encountered using the Relativity suite of products. As a member of this team, the Lead Technical Account Manager (TAM) works proactively with customers to ensure successful outcomes with key projects, goals, and KPIs.

The TAM is responsible for developing account plans and strategies for leveraging the Relativity platform to achieve customer objectives. This role involves ongoing technical oversight and managing the technical relationship with the customer. You will work cross-functionally, applying critical thinking to solve problems and guide internal stakeholders to appropriate solutions for our business and customers.

This role requires prior Relativity experience.

Job Description and Requirements

Role Responsibilities

1. Develop a strong understanding of projects impacting your service area and ensure service impact is minimized.
2. Help guide the resolution of critical customer incidents.
3. Lead technical success plans to ensure customers have a positive and successful experience using Relativity.
4. Be accountable for the quality of service provided; ensure future demand from growth and projects is understood and factored into capacity planning for customers.
5. Work collaboratively with cross-functional teams as an SME to enhance the product and improve customer experience across multiple verticals.
6. Drive internal service review meetings covering performance, service improvements, quality, and process.
7. Partner with senior team members in Product and Engineering to troubleshoot and resolve customer incidents.
8. Take the initiative to provide best practices on the use of Relativity when interacting with customers.
9. Maintain flexibility to work other time frames as needed.
10. Demonstrate commitment to and uphold core company values.
11. Contribute to and follow Knowledge-Centered Support (KCS) processes and best practices.
12. Exhibit SME knowledge in Relativity.

Preferred Qualifications

• 10+ years of technical experience working with Relativity products in a customer-facing role.
• Proven experience with SQL, Windows platform, and troubleshooting complex technical issues across the enterprise.
• Strong written and verbal communication skills.
• Ability to work efficiently under pressure, drive projects to completion, and meet deadlines.
• Ability to manage multiple projects simultaneously and prioritize effectively.
• Meticulous attention to detail.
• Experience working in SaaS, IaaS, and/or hybrid environments.
• Knowledge of the e-discovery industry and products.
• ITIL Certification.
• Relativity Expert/Master certification.

Compensation

Relativity offers competitive, fair, and equitable compensation practices. The position includes a base salary, annual performance bonus, and long-term incentives. The salary range is between $117,000 and $175,000, based on experience, skills, and qualifications. The final salary will consider internal pay equity and other factors. Hiring at the top of the range is uncommon, allowing room for future salary growth.